Learn more about help desk software

A help desk is a resource for helping users get answers to technical questions. Help desk software is designed to make this process easier by giving the users an easy way to submit questions and providing IT pros with tools to help them quickly resolve user requests. A help desk generally includes the following features:

Ticket management and tracking

Knowledge base, that includes information about recurring issues

Metrics and statistics

Portals for user access

Benefits of help desk software

A help desk offers all kinds of life-altering benefits, including:

Keeping tasks from falling through the cracks

Minimizing redundant work efforts

Enforcing IT processes

Identifying and fixing recurring problems

Attaching costs to specific users, issues or assets, helping you justify IT purchases down the road

Providing an audit trail of all help desk activities, including time spent, helping prove what an asset you are to your boss

Automatically keep users informed of issue status, so you can get some actual work done

Why do I need a help desk?

Keep your users informed: The help desk can keep them up-to-date on the status of their ticket leaving you free to work on the actual issue.

Divvy up your work: You and your co-workers can work on tickets side by side and avoid doing the same job twice.

Identify common issues: You can identify the machines and users that create the most work. This can help reduce your workload.

Document your work: You can document everything you do in a day, which can help you show your boss where your time is allotted.

When to install help desk software

The question really is when SHOULDN’T you use a help desk? As a rule of thumb, if you are supporting more than a handful of users or if any of them ever work offsite, you need a help desk. How are you currently tracking problems? If you’re using something archaic like paper, then it is time to think about a help desk. And why wouldn’t you? With a wide variety of free options, you have nothing to lose.

Types of help desk software

Once you’ve decided you need a help desk, then you need to weed through the options. Many help desks are web-based applications, allowing you to log in from whatever device you’re using to enter and respond to tickets. Help desk solutions range from free to pricey and everything in-between. Some software is installed on your own servers, giving you full control, and some solutions are hosted, meaning a third party has their fingers in your pie – but also deals with the equipment costs.
If you are looking at freeware, be sure you’re looking at a reputable company. Do some due diligence online and keep an eye peeled for third-party associations that “prove” they are legit.

So your help desk software options include the following:

Web-based help desk: these solutions offer a portal on the web you can use to manage tickets.

On-premises help desk: You own and run your help desk system, so you have complete control over the security and privacy of your data. Can be vustomized to your liking, but can be costly and difficult to reach outside your network.

Open source help desk: can be modified or enhanced if you know how to do it, but is typically more difficult to set up and support. Good for a skilled IT department that can handle the programming.

Choosing a help desk software

Before you can choose a help desk solution, you need to determine your basic requirements. Be sure to figure out what compliance requirements your help desk needs to meet as well as the channels of support you need to provide your users, such as phone, email, IM, and web support. Some requirements to consider include:

Issue assignment and tracking

Self-service portal

Remote help ticket management

Configurable email notifications

Knowledge base

Multiple channel ticket support

Reports, metrics, and dashboard

Task automation

Workflow management

Finally, make sure you document your department’s policies and procedures, so that you know the answer to questions like how to assign and prioritize issues, how to resolve issues, how to communicate with users, and how to escalate issues that remain unresolved.